Using focus groups to investigate service quality determinants for customer satisfaction in selected university libraries in Sri Lanka
This study aimed at establishing service quality determinants which may affect customer satisfaction in university libraries in Sri Lanka. Using the literature, 113 service quality determinants were identified. These were then reviewed by eight focus groups in four different universities. Forty of t...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Stellenbosch University
2010-01-01
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| Series: | South African Journal of Libraries and Information Science |
| Subjects: | |
| Online Access: | http://sajlis.journals.ac.za/pub/article/view/75 |